Customer Experience Representative - Nurse Navigation

The team is responsible for maintaining and reporting on customer satisfaction within the Nurse Navigation program. This includes conducting daily customer service surveys via phone and exploring technological solutions for future survey distribution. Responsibilities also include follow-up with facilities to support aftercare resolutions and monitoring platforms for transportation needs. The role involves collecting, analyzing, and reporting client and agent data to measure satisfaction and identify opportunities for improvement. Team members may also be assigned data validation tasks to ensure data accuracy, handle non-clinical phone lines, and assist with transportation reservations. Participation in executive and quality meetings is expected, with team members presenting data to support ongoing process improvement initiatives.

ESSENTIAL FUNCTIONS/DUTIES

• Acts with integrity and honesty and promotes company and departmental mission and values.

• Adheres to all company and departmental policies, procedures, and protocols.

• Ensures all governmental, regulatory and accreditation standards are met.

• Maintains regular attendance and consistent punctuality to all shifts, meetings and trainings.

• Has basic medical knowledge and vocabulary to include diagnoses, medications, abbreviations, etc.

• Acts as a key component of patient care during follow-up to promote positive customer relationships.

• Ensures compliance with communication center performance standards, interaction and call quality, overall productivity, and key performance metrics.

• Collaborates with other team members to improve customer experience and patient satisfaction scores.

• Other duties as assigned.

QUALIFICATIONS

• Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.

• Typing proficiency and accuracy.

• Active listening skills and clarity when speaking.

• Patience, empathy and the ability to remain calm under pressure.

• Strong computer skills and the ability to navigate multiple software applications.

• Flexibility to work a rotating shift schedule, including evenings, weekends and holidays

EXPERIENCE

• A minimum of 1 year experience in healthcare is preferred.

• A minimum of 1 year experience in a Customer Service/Call Center environment, interacting with and fulfilling the requests of customers is preferred.

EDUCATION

• High School Diploma, GED, or equivalent

CREDENTIALS

• CMA or EMT certification preferred

Why Choose GMR? Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com